Raising airport experience to new levels

In the video interview, Dimitri emphasises the importance of focusing on the end-to-end travel ecosystem and creating a frictionless experience.

Trends in airport experiences are shifting towards an increased focus on the ACI World customer experience accreditation. Customer experience is now about constant management through understanding the customer’s emotions and needs. In this new era of post-pandemic travel, passengers have higher expectations of airports, seeking stress relief and control over their journey. Dimitri mentions the new level 5 CX accreditation, with several airports currently holding it or in the process of obtaining it.

Looking ahead, Dimitri envisions airports transforming into multi-modal hubs, potentially moving processes like check-in and baggage drop off-airport. Airports will also evolve into culinary and entertainment destinations in their own right.

What are your thoughts on this evolving airport experience landscape?

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